[by188b]

Need some help,

bought a TVonics DRT-Z250 pvr in mid december 2008 direct from tvonics.com. I soon found the remote control was faulty, called them up and they sent out a new one.

In January the ''whisper quiet fan'' developed a fault and it hummed noisily to the extent that the box had to be turned off at the mains, it did this even when it had been switched off overnight. Called up Tvonics and was advised to send the box back to them at my own cost (£10.88 parcelforce 48). This was on the 09/02/09. Checked online and a M greenslade had signed for it at tvonics on the 12/02/09. Just called up the customer service line today (24/02/09) and they state it hasnt even been looked at yet and is sitting on the bench awaiting an engineer to look at it Graham at Tvonics said i might be waiting another 2 weeks. So 2 faults and a estimated 5 week repair time for a machine bought direct from the manufacturer. I have asked to speak to a manager and was advised there is no-one available and if i want to complain i need to write in as Mike Minton the customer service head doesnt have a public e-mail !!!!!!!!

My advice is not to buy Tvonics they are terrible , anyone advise me on what to do next? grin and bear it?

[Gavtech]

Originally Posted by by188b

Need some help,

bought a TVonics DRT-Z250 pvr in mid december 2008 direct from tvonics.com. I soon found the remote control was faulty, called them up and they sent out a new one.

In January the ''whisper quiet fan'' developed a fault and it hummed noisily to the extent that the box had to be turned off at the mains, it did this even when it had been switched off overnight. Called up Tvonics and was advised to send the box back to them at my own cost (£10.88 parcelforce 48). This was on the 09/02/09. Checked online and a M greenslade had signed for it at tvonics on the 12/02/09. Just called up the customer service line today (24/02/09) and they state it hasnt even been looked at yet and is sitting on the bench awaiting an engineer to look at it Graham at Tvonics said i might be waiting another 2 weeks. So 2 faults and a estimated 5 week repair time for a machine bought direct from the manufacturer. I have asked to speak to a manager and was advised there is no-one available and if i want to complain i need to write in as Mike Minton the customer service head doesnt have a public e-mail !!!!!!!!

My advice is not to buy Tvonics they are terrible , anyone advise me on what to do next? grin and bear it?

Welcome to the forum.


My advice is to keep control of your frustration, and do as you have been told you can do, and complain in writing.

Be factual. Don't rant... and ask for your postage costs back and reserve the right to reject the product for a refund if it is not fixed and returned in a reasonable period. [ 1 week?].

[Philgo]

Mention this thread in the letter, can't hurt to let them know the world is watching.

[Bayden Rank]

Totally agree with Gavtech - I have always had good results when firm but polite. Cannot agree with mentioning [yet] that there reactions are being publisehd as many companies will just dig their heels in.

Check your rights with your local Trading Standards and also on the Money Saving Expert site.

[Regdor]

I have had two tvonics prism freeview boxes.
Both failed after six months. The first was from Tesco so i got a refund. The second was from tvonics direct. Emailed them no reply. It only cost me £14.99 so i just gave up and it went to the recycle pile at the tip! Would i buy again, NO.

[clemenzina]

Don't they realise the terrible PR this is for their products? I'm in the market for a new PVR and had been considering a TVonics (cos it's British and, I have read, well built) but I've already been put off by other users' experience of poor support.

On the verge of getting a Toppy now, thanks to the aficionados at Toppy.org, whose support will 99.9% certain "see me out"

clemenzina

[Alex_]

Originally Posted by clemenzina

Don't they realise the terrible PR this is for their products? I'm in the market for a new PVR and had been considering a TVonics (cos it's British and, I have read, well built) but I've already been put off by other users' experience of poor support.

On the verge of getting a Toppy now, thanks to the aficionados at Toppy.org, whose support will 99.9% certain "see me out"

clemenzina

I am also in the market for a new PVR. I was considering Tvonics as it is known to be a quiet PVR but I won't bother now after reading OP's experience.

I guess I need to decide between Toppy or Hummy! I have also checked toppy.org, I am sure they are very helpful there but I am not sure about the product itself. It seems that the software the box comes with is not very reliable, so decision decision time

[aekostas]

The TF5800 is a fine product.

[rsocon]

As an owner myself of a Tvonics PVR and can honestly say its one of the most reliable products I've ever bought. It's given me great service for almost a year now and still going strong, never crashed, as quiet as a PVR is likely to be.

Law of averages says that if you make a 1000 units then 1% will have some sort of problem. If your in that 1% then you find out how good a companies support really is.

My biggest complaint with Tvonics is the lack of firmwatre updates, but then again if you look at the current dtg schedule it looks like most comapnies are now giving up on updates. At this rate it should be renamed Humax schedule!

[Alex_]

Originally Posted by rsocon

. At this rate it should be renamed Humax schedule!

Well I guess this is good news for potential customers like myself who are in the market for a new PVR and considering Humax. I don't understand why most companies are now giving up on updates, as most problems with PVRs are related with poor software implementation.

[creddish]

Originally Posted by Alex_

Well I guess this is good news for potential customers like myself who are in the market for a new PVR and considering Humax. I don't understand why most companies are now giving up on updates, as most problems with PVRs are related with poor software implementation.

I guess it is because it costs them money develop updates and pay for OAD transmission. They don't get any immediate return for this investment. The only benefit to them is in terms of reputation which could encourage future custom. However, I doubt that, apart from the small minority who read forums such as this or look into the technical detail of what they are buying Joe Public will be unaware of the potential availability of updates. It is rare for domestic products of any type to have an expectation that the operation of the product will or can be changed after purchase.

Some manufacturers will take the view that there is an increased possibility of further purchases if users see a later model with improved features.

Colin

[clemenzina]

Originally Posted by creddish

apart from the small minority who read forums such as this or look into the technical detail of what they are buying Joe Public will be unaware of the potential availability of updates.

That's what I've been thinking, Colin. How many owners of older Vestels and other PVRs will realise they can be modded to cope with switchover, for example? My conclusion was "not many", and I therefore anticipate surges of panic buying of newer models. So I've got in early and ordered a refurbed Toppy from Turbosat

Don't you dare tell me I needn't have worried, it's the only excuse I've got

Oh, and I meant to say - you are hereby ordered to buy one as well, because you're the only individual I can truly rely on for support (Just the 5800 will do.)

parthena

[creddish]

Originally Posted by clemenzina

That's what I've been thinking, Colin. How many owners of older Vestels and other PVRs will realise they can be modded to cope with switchover, for example? My conclusion was "not many", and I therefore anticipate surges of panic buying of newer models. So I've got in early and ordered a refurbed Toppy from Turbosat

I don't think the majority of users will realise anything until their PVRs stop working. Even the Users of these forums weren't aware until it happened recently.

Don't you dare tell me I needn't have worried, it's the only excuse I've got

OK. I'll say nothing.

Oh, and I meant to say - you are hereby ordered to buy one as well, because you're the only individual I can truly rely on for support (Just the 5800 will do.)

parthena

Sorry to disappoint you. I've never been tempted to get a Toppy. I'm too tight for one thing and I don't think I would be happy with it without adding some TAPs. Doing that does not appeal to me.

Colin

[Gavtech]

Originally Posted by creddish

Doing that does not appeal to me.

Hi Colin

Is there any particular reason for that ?

'Just too much fiddling?

[creddish]

Originally Posted by Gavtech

Hi Colin

Is there any particular reason for that ?

'Just too much fiddling?

Yes that is probably it. Although I do quite a bit of fiddling anyway. If I was convinced that the end result would be significantly better than anything that can be achieved on any other PVR or by the combination of two other PVRs backing up each other I might be tempted. Currently I have a Vestel and a Humax 9200 which cost me about the same as one Toppy would cost me I think.

Colin